Digital Customer Service Representative

Digital Customer Service Representative

At South West Water we believe that the strongest businesses are built on solid, stable foundations - with a vision and a culture that gives them the freedom to change, improve and innovate.

We're proud to be responsible for providing reliable, efficient and high-quality drinking water and wastewater services for the beautiful South West area. And we have huge ambitions. Not only are we committed to reaching net-zero by 2030, but we've also partnered with Wildlife Trusts, National Parks and local partners to help ensure a better future for generations to come. So, if you want to be part of a diverse team where opportunities flow and fresh ideas are welcomed, #JustAddWater.

Do you want to help shape our social presence? Are you committed to delivering excellent customer service?

About the Role

The Customer Service Digital team manage our company pages on Facebook, Twitter and Instagram whilst also connecting with customers through WhatsApp and Web Chat platforms. In this role, you'll be the voice of our company, responsible for solving customer's queries quickly and efficiently. You will talk to our customer through a variety of communication channels, although primarily your focus will be dealing with customers via digital channels such as LivePerson (our online webchat service) and Sprout Social (our Social Media platform). In return, we'll support you with training, provide opportunities to build close relationships with our Pennon Media Team, and we'll have fun developing our social presence to give the best experience for our customers!

Shift Pattern: Working 37 hours per week, the role requires working on a fully flex rota basis, including every 2 in 4 Saturday or Sunday. Rota Schedules are always published well in advance and you can always speak with your colleagues to organise shift swaps where necessary. Our operating window is: Monday to Sunday 07:00 – 22:00 (including bank holidays).

What You'll Be Doing

• Respond to customers on our social media and telephony platforms in a timely and effective manner
• Providing Live Person coverage and acting as an assistance point to offer resolution to customers and colleagues
• Taking ownership of customers issues, relieving customers stress while guiding them to a quick and easy resolution with minimum effort from our customers
• Identifying potential vulnerability (when relevant) via the customers communication channel of choice
• Explore social media groups to offer any additional support and guidance
• Work with other areas of the business to resolve customer issues

What We Are Looking For

• Good knowledge of and experience of working on social media platforms
• Excellent customer service experience, with proven ability to manage difficult conversations
• Good general standard of education with a minimum of GCSE Grade C or equivalent in English and Maths
• Experience in brand representation on digital and telephony platforms
• Previous experience of working in a regulated environment
• Excellent oral and written communication skills
• Proven analytical, problem solving and cost-effective decision-making skills
• Experience of using Microsoft Office to complete daily tasks
• Evidence you can work under pressure, delivering within timelines
• Self-motivation with an aptitude to continuously learn
• Demonstrate you can work as part of a team to achieve team goals
• Adaptable to change in a flexible, fast paced working environment, working well as part of a team
• Forward thinker who shows initiative and takes ownership

What's In It For You

• Generous holiday allowance plus bank holidays
• Buy or sell annual leave to offer you extra flexibility
• Buy a bike and safety equipment tax-free, through our Cycle to Work scheme
• We offer free car parking at the majority of our sites
• Take up to 26 weeks' additional maternity leave
• Share your parental leave and split your time off to care for your child how you choose
• Invest in Pennon Group Plc through our employee share schemes
• We support our people by offering a free, confidential Employee Assistance Programme
• Look after your wellbeing with our Champion Health support platform
• Enjoy free eye tests and discounts on frames and lenses at Specsavers
• Enjoy access to thousands of deals and discounts on supermarkets, high street shops, online retailers, travel, eating out, cinemas, gyms and much more though Perkbox
• A range of group discounts: The Dell Advantage Programme, Virgin Media Affinity Scheme, Vodafone Advantage and more
• A discretionary Bonus
• Competitive Contributory Pension

Closing Date: 21st October 2025

If you are looking for a new challenge, please click apply now to be considered as our Digital Customer Service Representative - we look forward to receiving your application.

Please note that the successful candidate will be subject to a mandatory DBS check as part of the onboarding process. Be yourself, we like it that way. Together, we will build a culture of belonging, where inclusion is instinctive. Diversity is our strength and a reflection of our communities. We care, we value everyone, we celebrate uniqueness. Our core values which are essential to our success are: Be Rock Solid - Build trust and be trusted. Be the one we all look to and can depend on. Be You - We want you to bring your best everyday. Be yourself and make your mark in your individual way. Be the Future - Embrace change. Drive Progress. Own the challenge.